How to Deliver Bad News, Refusals, or Apologies in Written Form

No question about it, giving bad news is difficult. The old phrase “don’t shoot the messenger” comes to mind. Often, even if you deliver the message verbally, you will find that written negative messages also require a written follow up, particularly in a work scenario where a paper trail may be legally necessary.

Some examples of negative messages can include:

– apologies

– refusals

– rejections

– performance appraisals or reviews (which of course can be positive too)

– disciplinary write-ups

– layoffs and firings.

No one likes to give negative messages like these, because they usually result in the receiver becoming angry, upset, and frustrated. In fact, you really don’t know what to expect, do you?

In order to help decrease the level of anger, disappointment, or negative view of the company or you personally, there are ways to write negative messages that will:

1. Get the message across

2. Help the reader/receiver to understand what is being said, but also keep the company’s (or writer’s) good will with the receiver.

A typical outline of a negative letter (electronic or otherwise):

Buffer

Reasons

Refusal

Alternatives

Goodwill ending

1. Put each aspect of the negative letter in its own small paragraph.

2. Start with the Buffer, which can consist of:

A neutral statement that delays the bad news

A thanks for something they did or said

Any positive statement related to the person or situation

Stated facts or history of the even (reiterating, briefly, what happened starting with a statement like, “I understand that…”)

Try to somehow identify with the recipient

3. Reasons:

Prepare the reader for why you will be rejecting their want, or otherwise saying no when they don’t want to hear that

Help them accept this by your tone, choice of words, and helpful attitude

Do not hide behind company policy and only mention it if it will somehow help explain the situation or if the policy might benefit them in some way in the future

4. Refusal:

Imply the refusal if you can manage to

Make sure the refusal is clear, however

State your refusal only once

5. Alternatives:

Show the person you care about his or her needs

Offer some ways the person might be able to get what they want

Offer something the company might be able to do for them instead of what they are asking for

Explain how the alternative is beneficial

6. Goodwill Ending:

Avoid an insincere ending like, “If you ever need anything else, please contact me…” or “If there is anything more I can do for you…”

Refer to a good alternative

Close with a friendly statement and tone

When you write your negative message, whether it is a note telling your boss that you have decided to accept a different position, letting someone know that their insurance claim is being denied, or even if you are handling a situation with a friend that you are unable to voice, these general guidelines will you write a message that is firm, but soft.

As a final note, if you’re writing on behalf of a business, be sure that your message follows correct letter formatting.